Manager 2, Care Quality Assurance

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

As a Quality Assurance Manager you will play a critical role in ensuring the quality of customer interactions and extracting valuable insights from Customer Care agent calls. This is a multifaceted role in which you’ll lead a team of quality assurance analysts, support operations with company goals, and contribute to the overall alignment of Customer Care operations with company goals, emphasizing the importance of excellence in customer interactions.

In this role, you will oversee a team that regularly monitors agent calls for compliance with stated standards, and provides constructive feedback to agents and their managers for performance improvement. The Quality Assurance Manager will then be responsible for generating reports to track key performance indicators, conduct data analysis to identify business insights, and drive process improvements. You will collaborate with other departments to enhance the customer experience, and foster a culture of continuous improvement.

About this roll* (Responsibilities) 

• Team Leadership: Provide strong leadership, mentorship, and guidance to the quality assurance team, setting clear expectations, conducting regular performance reviews, providing guidance on career development and growth, and fostering a collaborative work environment.
• Quality Assessment Framework: Provide thought leadership to the Director of Quality Assurance and drive adherence to the quality assessment framework, ensuring consistency in call evaluations and alignment with company standards.
• Performance Reporting: Generate team performance reports, aggregating insights from call evaluations, trending QA data with action plans, and presenting them to senior management and relevant stakeholders. Track metrics such as quality assurance variance, roster achievement goals, and agent review reporting 
• Call Monitoring and Policy Oversight: Oversee and coordinate the call monitoring process, ensuring coverage and adherence to evaluation criteria. Develop, update, and enforce quality assurance policies and procedures, ensuring alignment with organizational objectives 
• Data Analysis and Business Insights: Surface business insights from call data to the Director of Quality Assurance identifying customer pain points, and process improvement opportunities. Be prepared to communicate cross-functionally with multiple departments within Customer Success to align on objectives, key results, and day-to-day needs.
• Team Training and Development: Identify training and development needs for quality assurance agents working with peers and the Director of Quality Assurance, ensuring they are well-equipped to perform their roles effectively.
• Quality Assurance Technology: Manage and optimize the use of call recording and quality assurance software, ensuring efficiency in the evaluation process.
• Documentation and Reporting: Maintain accurate records of team evaluations, feedback, and improvement plans.

Do you have the right ingredients*? (Requirements)

• 5+ years of previous experience in a leadership or management role preferably within a quality assurance or customer support environment within a fast-paced, high-growth, and high-output environment 
• A deep understanding of call center or technical support operations, processes, and customer service standards
• Experience in building and leading high-performing teams in a fast-paced, ever-changing environment with ambiguity
• Excellent communication skills, both written and verbal, to present data, reports, expectations and insights to Sr. leadership, stakeholders, and team members
• Solid data analysis skills to extract insights from performance data and create actionable reports 
• Experience in managing teams, including setting expectations, performance evaluations, resolving conflicts and addressing performance issues, and fostering team collaboration
• Familiarity with call recording, quality assurance, and data analysis software and tools commonly used in the field
• The ability to think strategically and align quality assurance e